What’s New
Slack Lists for support requests!
Staying on top of support requests is key to keeping your business running smoothly and your clients happy, and we’re making it easier than ever.
We’ve been using Slack Lists for a while now in our website project channels, and we’re bringing that transparency and ease to your primary channel as well! Since our shared Slack channel is already the hub for our communication, we figured it would be the best place for you to stay informed about the status of your billable and care plan support requests.
At the very top of our primary partner channel, you’ll now see a new pinned item called [Your Agency Name] Support: Status. Here’s an example:
Click on this item to open a dedicated view with all your support requests and their current status. (Depending on the size of your Slack window, you may need to scroll to the right to see more status columns and their cards.)
We’ll add a card for each support ticket received either via our shared email address or directly from you in our primary channel. Here’s a sample card:
You’ll be able to see some key information at a glance:
- Request name This is also how it will show on your invoice/timesheet.
- Client Which client made the request.
- Priority We use 3 priority levels: low, standard, and urgent.
- Type
- Retainer Support You will be billed for the time spent on this request.
- Care Plan Support This request is covered under and active care plan and you won’t be billed unless the scope exceeds care plan support.
When a card is created, Slack will automatically create a discussion thread for that request. Select a card to see comments and find the direct link to the thread; if you need to follow up with us on anything that has to do with a particular request, that thread is the place to do it!
Our hope is that using this feature to track support requests will make it easier for you to see original requests, get updates, and collaborate with our team when needed. We’re excited to see how this new feature works for you, and, as always, please reach out in our primary Slack channel with any questions or feedback!
Partner Guide Updates
- What resources do you have for clients who want technical details or more information about hosting services? We’ve created our hosting fact sheet so you can duplicate it and use it with your clients!
- How do my clients or I contact you for support? Learn how we communicate with clients via email and how to get in touch with us on Slack.
- Where can I see a list of all support requests? We leverage Slack Lists to keep you in the loop about support requests.
- Available Valerian Plugin Licenses Any website with an active Valerian care plan can make use of our agency unlimited licenses.
- How we use Slack for communication and management Slack is a crucial part of our white-label partnerships. Find out how we use it.
- Get our latest partner updates Want to know what we’ve been up to and what’s coming next?